WFO: 5 Trends Shaping Analytics and Business Intelligence

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Call center workforce optimization is top of mind for leaders in financial services and beyond. This is in part because of the robust advancements made to applications that can track literally everything. From tricked-out ticketing systems to agent call recordings there is nothing we can’t pin a metric to these days. But workforce optimization is key to business leaders for one timeless reason, too: the desire to deliver a positive customer experience. 

U.S. companies lose more than $62 billion annually to poor customer service. That’s a little less than the GDP of some small countries! Yikes.  

So it makes sense that across today’s crowded marketplaces, keeping customer satisfaction high is mission-critical. To consistently deliver top-notch service businesses have started to turn their sights inward to identify areas for workforce improvement.  After all, knowledge is power and having an engaged and informed workforce makes all the difference in customer service. But what data can get you there and how? 

With intelligence at the heart of all digital businesses, business leaders must make analytics and Business Intelligence a top investment priority for 2022. Gartner’s latest Hype Cycle report identified five of the main trends within this trajectory.

The BI landscape will continue to evolve, but below we’ve covered 5 emerging areas that can reap returns for everyone from the greenest agent to the most seasoned CEO. 

Why WFO Analytics?

To begin, let’s cover why a workforce optimization effort is needed in the first place. Put simply, it’s a mechanism, tool, or set of processes that can help you better understand where you’re excelling and where you can improve. 

Business intelligence is like the plumbing in your house—It’s not optional. Sloppy foundational work will corrode your house, leaving it, and possibly you, knee-deep in you know what. The same logic applies to how you construct your business processes. With foundational infrastructure problems, you can’t yield productivity gains, evaluate what’s working, or get more done in less time which means you won’t earn more money. 

See what I mean? Knee-deep in you know what.

What is WFO? What does WFO Mean?

Workforce optimization is an umbrella concept that encompasses three areas:

  1. Performance management – analyzes individual performance
  2. Workforce management – analyses contact center volume
  3. Quality management – provides a contextual analysis of how agents interact with customers. This area is usually governed by a scoring system. 

All three components ladder up to variations of the same initiatives, which are improving customer experiences, reducing open ticket times, increasing contact rates, and boosting productivity. When it comes to taking action on these initiatives, usually brands turn to integrated platforms that layer communication over a solid data collection and tracking foundation. 

Enter business intelligence tools. 

Below are the top 5 trends we’re seeing right now in analytics and business intelligence circles. These 5 areas encompass actionable strategies for enhancing performance, quality, and workforce management.    

Data Discovery

To be clear, data discovery isn’t a tool. It’s a process. THE process to be exact. Discovery is an iterative, interactive, and visual way to diagnose patterns and outliers. A good WFO solution unifies all customer interaction data,  including screen recordings, across all applications and channels, into a single pane of glass. This provides an environment for contact centers to continually and easily test, analyze, and train best-practices across a multichannel workforce and workflow.

For instance, having the capability to track on-screen and voice performance allows you to see a complete picture across every channel and interaction. From there you can turn over any stone you wish: workflow inefficiencies, identify agent training needs and use replays of any interaction to more effectively meet regulatory requirements. 

Collaborative BI

Actioning the data to understand what’s happening at the agent level is the crux of workforce optimization. During the data discovery process, you’ve uncovered data points that will help improve your customer satisfaction scores. Now you need to turn that feedback into actionable improvements. Intuitive, customizable CSAT survey analytics dashboards provided through embedded BI tools allow contact centers to drill down into the root causes of positive or negative interactions across voice and digital channels, enabling continuous and visible improvements in your consumer satisfaction performance.

Connected Clouds

In order to make strategic decisions big and small, you need the ability to combine data streams from disparate sources. This is where the true omnichannel benefit is derived. In a true omnichannel environment where customers have a frictionless, single conversation across every available channel, data flows the same way.  

Decision Intelligence

After mining all of that data you’ll be equipped with best-practices for new workflows moving forward. In order to systematize those best practices consider automating parts of your flow for consistency across your contact center ecosystem. For example. maybe you’ve identified that some agents get stumped by the same lines of customer inquiry.   Utilize logic trees that operate with if/then branching when creating scripts for troubleshooting. Look for platforms that embed script builders and offer performance analytics for those scripts once deployed.    

Operationalizing and Scaling

A platform with built-in business intelligence and workforce optimization capabilities enables you to drive additional value to move your organization in the right direction The insights derived from using features like screen recording and call playback to go a long way for training and present actionable items that can move the customer experience needle. 

When evaluating WFO strategies and platforms, look for ROI and value, segment your customers, and pinpoint for slight differences or changes you can identify as an opportunity for improvement. Start by asking yourself these questions:

  • What are the main objectives of your organization? 
  • What are the primary goals that measure success in your contact center? What are the secondary drivers for those goals?

From there you can determine what metrics matter and why, and embark on a steady improvement process that’s flexible enough to grow as you do.

What’s the Best WFO Analytics Solution?

In the pursuit of optimizing your call center workforce and delivering unparalleled customer experiences, the significance of finding the best WFO analytics solution cannot be overstated. These analytics tools serve as beacons of guidance for business leaders, offering invaluable insights into areas that demand improvement and areas where exceptional performance can be celebrated.

A robust WFO analytics solution serves as the foundational infrastructure, akin to the plumbing in a house, ensuring seamless operations within the contact center ecosystem. Armed with accurate and comprehensive data, decision-makers can drive productivity gains, evaluate the efficacy of their strategies, and provide customers with flawless interactions, amplifying revenue and heightening customer satisfaction.

At the heart of the best WFO analytics solution lies data discovery, which is more than a mere tool—it’s an entire process. This iterative, interactive, visual approach uncovers patterns and outliers, empowering contact centers to consistently test, analyze, and hone best practices across a multichannel workforce and workflow. Unifying customer interaction data from diverse applications and channels provides a comprehensive view, empowering organizations to uncover critical performance insights.

In the best WFO analytics solution, collaborative BI plays a pivotal role. This component empowers organizations to take proactive action based on the wealth of data collected. Leveraging customizable CSAT survey analytics dashboards, contact centers can delve deep into the root causes of both positive and negative interactions across voice and digital channels. This real-time visibility facilitates the continuous enhancement of consumer satisfaction performance, underlining the organization’s commitment to a customer-centric approach.

By embracing the best WFO analytics solution, contact centers can elevate their performance and obtain transformative insights that shape their journey toward excellence. Data-driven decisions lead to improved operations, enhanced customer experiences, and an unwavering commitment to delivering the highest service standards. The power of WFO analytics lies in its ability to catalyze success in an ever-evolving customer-centric landscape.

Powerful Analytics, Superior Results: WFO Analytics Program

For call centers searching for the best analytics program and superior results, selecting the best WFO solution is mission-critical. A well-chosen WFO tool can yield remarkable improvements, elevating performance levels and creating seamless customer experiences that set the contact center apart from the competition.

In today’s digital landscape, analytics and BI have emerged as top investment priorities for astute business leaders. To remain ahead of the curve, contact centers must wholeheartedly embrace emerging trends that offer actionable strategies for enhancing performance, refining quality, and optimizing workforce management.

Decision intelligence, a pivotal component of the best WFO solutions, harnesses the power of mined data to identify best practices that lay the groundwork for future workflows. By automating parts of the workflow through logic trees and embedded script builders, contact centers can ensure consistent troubleshooting, thereby boosting overall efficiency and empowering agents with the tools they need to excel.

Connected clouds are the cornerstone for making strategic decisions by unifying data streams from diverse sources. Within true omnichannel environments, where customers fluidly interact across multiple channels, data flows seamlessly, enabling invaluable insights for enhanced decision-making.

Evaluating WFO strategies and platforms calls for a comprehensive focus on ROI and value, along with a meticulous approach to segmenting customers. Identifying even slight differences or changes within customer interactions can unveil significant opportunities for improvement and growth.

Contact centers must align their main objectives, primary goals, and secondary drivers to drive continuous improvement and growth. This alignment is the catalyst that propels the organization towards a future brimming with exceptional performance and unwavering commitment to superior customer experiences.Contact centers can revolutionize their operations and reap superior results by choosing the best WFO solution that boasts the best analytics program and cutting-edge BI tools. Empowered by data-driven insights, the workforce can fine-tune their strategies, foster seamless interactions, and cultivate a culture of excellence, ensuring each customer interaction becomes a memorable and delightful experience. The journey towards unparalleled success begins with embracing the power of the best WFO program – a cornerstone for the contact center’s triumphant future.

Integrating Cloud Contact WFO Speech Analytics

For contact centers determined to take their workforce optimization to unprecedented heights, leveraging cloud contact WFO speech analytics is the transformative solution they seek. This cutting-edge technology is a powerful instrument, offering valuable insights into customer interactions and driving enhanced performance while empowering informed decisions.

Cloud contact WFO speech analytics is a formidable tool, providing a contextual analysis of agent interactions with customers. This technology, powered by advanced algorithms, evaluates calls and swiftly identifies valuable patterns and trends. Real-time understanding of agent performance allows contact centers to create targeted training programs and optimize agent efficiency, ensuring a seamless and delightful customer experience.

Within true omnichannel environments, data streams from diverse sources converge, unveiling the blueprint for strategic decision-making. Speech analytics serves as a beacon, illuminating areas for improvement, streamlining workflows, and elevating the overall customer experience. As cloud contact WFO speech analytics seamlessly integrates into contact center platforms, it champions an efficient and unified approach to workforce optimization.

By embracing the power of cloud contact WFO speech analytics, contact centers can operationalize and scale their performance improvements. Valuable insights extracted from features like screen recording and call playback become invaluable tools for training. They present actionable items that profoundly impact the customer experience.

By adopting cloud contact WFO speech analytics, contact centers emerge as masters of data-driven decisions, forging a path to enhanced performance, enriched customer interactions, and the pinnacle of operational excellence. The intersection of advanced technology and insightful analytics leads the way to a realm where every customer interaction is transformed into an exceptional and memorable journey. With LiveVox’s cloud contact WFO speech analytics as their ally, contact centers can embark on a triumphant expedition toward achieving the pinnacle of customer-centric success.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a proven cloud CCaaS platform that helps business leaders redefine customer engagement and transform their contact center’s performance. Decision-makers use LiveVox to improve customer experience, boost agent productivity, empower their managers, and enhance their system orchestration capabilities. Everything needed to deliver game-changing results can be seamlessly integrated and configured to maximize your success: Omnichannel Communications, AI, a Contact Center CRM, and Workforce Engagement Management tools.

For more than 20 years, clients of all sizes and industries have trusted LiveVox’s scalable and reliable cloud platform to power billions of omnichannel interactions every year. LiveVox is headquartered in San Francisco, with international offices in Medellin, Colombia and Bangalore, India.

To stay up to date with everything LiveVox, follow us @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.

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